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| 1. How many people do you send to my home? For regular service, our policy is to carefully match one cleaner to your home. If you prefer teams, we can schedule this way, as well. [return to top] |
| 2. Do I get the same cleaner coming back each time? Yes. We have a very stable staff. The same cleaner will come on the same day, at the same time, barring any illness or annual vacation time (if this happens, we can arrange a substitute cleaner). [return to top] |
| 3. Do I have any say in the routine that you follow in my home? Yes. Since it is your home, we  believe that the routine should be exclusively under your control. Most customers set a key routine of jobs they want done each and every visit, using our KEY ROUTINE™ form. Most have other jobs that they want rotated every 2nd, 3rd, or 4th visit. Most everyone also has tasks that are tackled as projects on occasion. Windsor's approach gives you complete control over how your time is used. [return to top] |
| 4. Who provides the cleaning supplies, cleaning cloths and vacuum? This is your choice. Over 95% of our customers choose to supply everything themselves. The reasons they give for doing it this way are: - lower cost;
- aversion to rags and vacuums coming into their home that have been used elsewhere;
- preference for specific products;
- allergies to specific products.
We will assist you in choosing products. Your cleaner will watch the inventory and note when items need replacing. [return to top] |
| 5. What if I'm not happy. Do you offer any assurance of thoroughness? Windsor has done over
1.8 million hours of cleaning with the following assurance to each of our customers: | 
“...a kitchen floor clean enough to eat off of. ” |
| “Windsor Home Cleaning guarantees the QUALITY of work performed and will redo ANY work in question by the customer as to QUALITY.” | | We reserve the right to inspect the work in question within 24 hours. Assuming that proper supplies and instructions were provided, the work will be redone to the customer's satisfaction at no additional cost to
the customer. |
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At Windsor, we will do whatever it takes to keep a customer satisfied. Thoroughness is our forte. Perhaps this is one of the reasons so many households have stayed with our service over the years. [return to top] |
6. Do you leave any written record of the times and work performed? Yes. Every time your Windsor cleaner comes, she / he leaves a  WORK ORDER with: the scheduled start time; actual start time; finish time; total hours; a check off of work completed; comments re: supplies / equipment needed.
In short, we always account for every minute billed and every item done. [return to top] |
7. What is my actual cost per person per hour? With Windsor, there is no guesswork about your actual cost per person, per hour. We do not use the "flat rate" system, as this would mean we would set the routines instead of you. Nor do we allow our staff to "race" through your home. Your hourly rate is determined, when you become a customer, based on the frequency of service and the number of hours per session ( see Services & Rates) . You are guaranteed this rate for a full year. [return to top] |
8. What type of training do your cleaners receive? We never thought you'd ask! Our training is what really sets us apart. Windsor dedicates more of its resources to recruiting and training staff than it does to sales and administration. We believe that residential cleaning is a SKILLED TRADE. We believe that by choosing the right people and training them well, our customers will be well served. Each of our cleaners, regardless of age or past experience, goes through our multi-step training program. The training is done by experienced supervisors in a one-on-one setting, away from our regular customers' homes. In order gain Windsor Certification, a cleaning apprentice must achieve a high level of proficiency in the following: Knowledge of cleaning products Knowledge of various types of equipment Effective cleaning techniques  (quickly
shining chrome is a skill!) Time management skills Organizational skills Relating to household occupants
(including pets) Communicating with customers Knowledge of company policy Map reading skills Use of alarm systems Workplace safety
Our training is tailored to each employee. Ongoing site checks by supervisors ensure that standards are maintained and improved, as well as new approaches introduced. [return to top] |
9. Are your cleaners bonded? Are their backgrounds screened? Yes, all of our cleaners are bonded for fidelity. our bonding insurance is underwritten by The Guardian - Halifax Insurance Company of Canada. Our staff are also able to meet the stringent background security checks required when we send cleaners to locations such as Rideau Hall, Stornoway, various residences of ambassadors and senior government personnel. [return to top] |
10. What is the average age of your cleaning staff? Most of our staff have been with us for quite some time. The average age on staff is 39. [return to top] |
11. How do you actually find your cleaning staff? The short answer is: "with great difficulty". Over the years, we have established demanding standards with regard to character, job performance, attendance and attitude that may even appear to some as old fashioned. Once we find the right person, they tend to stay with us for a long time. However, most who come into apply, do not meet our requirements (see jobops.htm ). As a result, our company grows at a steady, but slow pace. [return to top] |
12. Do you carry liability insurance to protect your customers? Yes. As the oldest residential cleaning service in Canada, we pioneered the format of liability insurance. Most companies will say they are insured. While this is true, the real question is, "How am I, as the customer, protected?" Windsor customers enjoy the benefits of a full third party contingent liability policy underwritten by Halifax - Guardian. This means that the insurance protects not only Windsor Home Cleaning and its employees, but also each of its customers as third parties, to a maximum claim of $1,000,000.00 per claim, per household for such possibilities as: breakage damage flood fire personal injury
arising out of any actions of our employees, while on your property. Keep one other thing in mind - if a service is non-complying (not payrolling its workers as employees and remitting deductions), then it is in contravention of the law and may not qualify for insurance from any reputable insurer. [return to top] |
13. Are your cleaning staff actual employees, as required by law? Yes, at Windsor, all of our cleaners are employees, as required by law. To the government of Canada, we remit Canada Pension funds, Employment Insurance, and Goods and Service Tax, and Income Tax. To the government of Ontario, we remit Workers Compensation insurance, Ontario Health Insurance Premiums and other licensing fees. We pay all municipal and regional taxes. We operate our business from a commercially zoned office. Our employees receive paid statutory holidays, annual vacation pay, in addition to other benefits, such as: Employees can also participate in a Group Registered Retirement Savings Plan [return to top] |
14. Will your cleaners work where there are pets? Yes, all of our cleaners are pet friendly  (and child friendly). [return to top] |
15. Will your staff do extras such as ovens, fridges, laundry and ironing? Yes we do fridges  and ovens with no surcharge. We will even do up dishes. With Windsor, you buy a block of time and you set the routine. Rotating and occasional chores are no problem. You can re-prioritize your routine on any given cleaning session. Most of our staff can do laundry  and ironing.  You should note that this is the one area that our insurance does not cover. Here is a short list of tasks our regular cleaners do not do: caring for children, pets, or plants food preparation outside work climbing higher than a step stool lifting more than 20 kilograms
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Can I be cleaned just on a one-time or occasional basis? Yes,
our same quality service is available on a
one-time or occasional basis. [return to top] |
17. Will you help me with organizing my home prior to a blitz clean? Yes. we have developed a strategy for getting all your "stuff" organized prior to a major or initial clean. [return to top] |
18. Do I have to leave cash or a cheque out each time the cleaner comes? No, you are not required to leave out money for the cleaners. we have several convenient payment options to choose from. Please see Our Services & Rates . [return to top] |
19. Do I have to sign a contract for service? Yes, we do sign an agreement with you. Since you are giving us access to your home and possessions, it is important that everyone be clear on the terms. While we guarantee your rate for up to one year, you are free to discontinue at any time, without penalty. To view a copy of the agreement, please click here: Service agreement . [return to top] |
20. If I call you during the day, is there anyone to assist me? Yes. Our office is always staffed from 7:00 am to 4:30 pm, Mondays to Fridays. Windsor has 4 incoming phone lines as well as fax and e-mail capacity. [return to top] |
21. How long has your company been in business? Windsor has completed over
30 years of service. We have delivered over 1,800,000 hours of cleaning to Ottawa area homes. We were the very first organized residential cleaning service to establish in Canada. Windsor is a local Ottawa company, still managed by the founding family. Windsor Home Cleaning is a member of the 
Better Business Bureau of Ottawa - Hull. [return to top] |
22. What is the availability of your service? Availability varies greatly, depending upon the time of the year, your location in the city and the days and times you are looking for. Since our staff are full-time employees, Windsor's schedules are maintained at an almost full capacity. The high demand on our service occurs from September to December of each year. Most customers can be started with temporary service, while waiting for a permanent assignment of day, time, and cleaner. Please call for specific scheduling
information, or submit an on-line request. [return to top] |
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